Classic Aire Care review: Customer service misstep

I've had a service contract with Classic Aire Care for about 5 years and normally customer service is really good but today I found it to be very frustrating to the point that maybe I should start seeing what other companies are like. First, the Classic Aire Care used to be very good at calling when a technician would run late. Over the past couple years, not the case. I have to call and follow-up to get a reason they didn't call. Courtesy for a quick call should always be given as customers have other obligations around an appointment and waiting to see if and when someone is coming is NOT OK. Also, I was charged a Credit Card Surcharge and not told by the plumber until he ran it. He said if I used a debit or check, there is no surcharge. I did not appreciate the lack of communication as I would have paid by debit card. It may be 2.5% but it's still money I would have like to keep in my pocket than pay out. Lastly, I called customer service to find out exactly what my service contract entailed since I feel I didn't save much. I found out plans changed and I was not informed of new options to make changes if I wanted to. I could now get the same plan for less than I was paying currently. So, if I never called, I would be paying more for less service benefits than new customers were now paying for. And for the Elite service, I get better benefits for a few dollars more than what I'm paying now. I feel like I am getting ripped off and don't even know how long this has been going on. Tasha in customer service was helpful and trying to empathize with my frustration and Randy, my plumber, was very knowledgeable and helpful with my plumbing situation (except the surcharge warning), but all the other issues, that is on Classic Aire Care and I'm very disappointed. Just do better so customers want to stay!